Privacy Policy

How we use your information

We use your information in a number of different ways — what we do depends on the information. The tables below set this out in detail, showing what we do, and why we do it. Your personal details, such as your name, date of birth, gender, address, email address, social media handle, screen name and phone number.

What we do
Why we do it
Why we need to do it (the legal stuff!)
Identify you when you visit our website or contact usChecking your identity helps us to keep your information safe from fraudstersLegally, we have to do this and it is also important for us
Deliver your purchases to youIt’s a bit hard to send your order if we don’t use your name and contact details!It’s an important part of our contract commitment to you
Send you account and service updates, such as updates to our terms and conditions and order confirmationsTo keep you informed of any changes to hub coffee servicesLegally, we have to do this, it’s an important part of our contract commitment to you, and it’s also important for us to keep you updated
Send you order updates by text, e-mailSo you know when your order is due to arriveIt’s an important part of our contract commitment to you
Manage your participation in any promotions, offers or discount schemes you choose to participate inTo ensure you receive any discounts or offers relevant to you at the timeWe will treat this as an important contract commitment to you if you choose to participate
Direct you to the right part of our websiteTo get you to the products that you want fasterIt’s important to us that you get the best out of your hub coffee shopping experience
Send you information about our products and servicesWe like to keep you up to date and help you get the best from our products and services (you can find out more in the section on marketing messages below)It’s up to you to choose what you hear from us and what you hear about but it’s also important for us to tell you about the best product and services we have to offer!

Your payment information

This means your chosen payment method, for example your card details (don’t worry we don’t keep the security code)

What we do
Why we do it
Why we need to do it (the legal stuff!)
Take payment, and give refundsAfter all – we’re not giving all our stuff away!It’s important to us and an important part of our contract commitment to you
Keep a record of any financial transactions with youWe need to know what you have paid for (and we have to tell the tax man about our income too!)Legally, we have to do this

 

Your contact history with us

What you’ve said to us — for example, by email, on instant chat, on social media, or in private message. If you contact us by phone we record calls to our customer services team, too.

What we do
Why we do it
Why we need to do it (the legal stuff!)
Provide customer service and supportAfter all, you expect the best service from us!It’s an important part of our service and also part of our contract commitment to you
Improve the services and support we provide to youSo that you get the best possible customer serviceIt is important for us to train our staff

 

Purchase history

What you’ve bought in the past, what you’ve searched for:.

What we do
Why we do it
Why we need to do it (the legal stuff!)
Help you keep track of items you like, update you when we have new availability and let you share them, your wayTo help you get to the products that you like faster and so you can get the best out of our products and your accountIt’s up to you if you want to use these services but we would love you to share all our good stuff
Handle returns in accordance with our terms and conditions and provide customer service and supportBecause you expect the best service from us and, after all, we can’t provide a refund if we don’t know what you’ve bought!It’s an important part of our contract commitment to you
Analyse what you have bought, searched for, or returned, which helps us find out what you like.To ensure we are giving you what you want, providing you with the best service we can, and so we can stay ahead of the competition.It is important for us to know your preferences.
We match your purchases to links from affiliates who might have introduced you to hub coffee or promoted a particular product when you visited their site. We share relevant purchase history with them, so they know when they have made a successful introductionWe have a number of “introducers” who direct new customers to us or promote our products on their sitesIt is important for us to generate new customers through different sources

Information about your phone or laptop, and how you use our website and app

Information collected when you browse our site or use our app, including your ip address and device type, how you use our website and app (such as the pages you visit and the products you look at) and, if you choose to share it with us, your location data.

What we do
Why we do it
Why we need to do it (the legal stuff!)
Identify you when you visit our websiteIf we can remember you, we can give you the best possible shopping experience.It is important for us that you get the best shopping experience
Improve our website and set default options for you (such as language and currency)It’s important for us, and it’s much easier for you, if we know the language and currency you prefer, and it also helps us to protect your informationIt is important for us to know what you like to give you the best shopping experience
Send information about our products and services to youWe like to keep you up to date and help you find products. You can find out more in our section on marketing messages belowIt is important for us to show you things we think you will like and that may make your hub coffee experience better
Show you hub coffee.com adverts as your browse the webSo you can see our latest products and deals that we think you will loveIt is important for us to show you things we think you will like
Monitor visitors to our site and analyse their behaviourTo protect our website and to help make our service betterThis is important for us and legally, we have to do this!

Information from social media or accounts you link to us

What we do if you link your social media or your third-party accounts to us. We will keep a record of your social media handle, and the other information that is made available to us according to your social media account settings.

What we do
Why we do it
Why we need to do it (the legal stuff!)
We allow you to link your social media account to your hub coffee account so you can log on simply and easily without having to create a specific accountTo make it easier for you to use hub coffee.com and purchase those items you want!It is important for us that you get the best shopping experience
Analysis to understand what you likeIt helps improve any recommendations we make to you and we may invite you to take part in surveys, reward schemes and other coffee related activities.It is important for us to know what you like to give you the best shopping experience
Provide product recommendationsSo you can quickly spot things which take your fancyIt is important for us to show you things we think you will like

If you post comments about hub coffee, tag hub coffee or post photos to our social media pages

What we do
Why we do it
Why we need to do it (the legal stuff!)
Monitor our customers views or opinionsWe may want to respond to you or react, particularly if you are unhappy with something.It is important for us to know what you think about us
We use public sources of information to help us investigate fraudulent activityTo prevent and detect fraud against either you or hub coffee – unfortunate, but absolutely essentialThis is important for us to protect our service, to protect you and to stop this

Your responses to surveys, feedback and competitions

What we do
Why we do it
Why we need to do it (the legal stuff!)
We occasionally ask for feedback on our products or how you feel we are doing. Generally, responses are anonymized but we may want to respond to you directly, for example if you mention you are unhappy with somethingIt makes good sense to check how you feel about us and your purchases from time to time and we can use this information to improve our service.It’s up to you whether you take part.
Manage the competitions that you choose to enter and get prizes to the winners. We will let you know how we use your data at the point of entry.We need to let you know if you win!If you take part we will treat this as an important contract commitment to you.

Other identifiable information

What we do
Why we do it
Why we need to do it (the legal stuff!)
We allocate you a unique number when you first shop with us (your customer id)This allows us to uniquely identify youIt’s an important part of our contract commitment to you
Proof of your identityWe sometimes need to check your identity – for example to confirm it is you that placed an order, or if you say you are a studentIt’s an important part of our contract commitment to you

You don’t have to give us all of this personal information but if you don’t, you may not be able to buy from the site, and you are unlikely to receive our optimal overall customer experience. But that is your choice – and we respect that.

We also anonymise and aggregate personal information (so that it does not identify you) and use it for purposes including testing our it systems, research, data analysis, improving our site and developing new products and services.

Fraud prevention and detection

We use any of the above categories of information to identify, prevent and detect fraud, against either you or against hub coffee. Detecting and preventing fraud is an unfortunate,  absolutely essential part of our service and our contract commitment to you. Legally, we have to do this, and it is very important for us.

We also use purchase history data, to protect our service and uphold our terms of service as part of our contract commitment to you, as part of this we may make use of computer-system decisions to protect hub coffee and our service. Your rights in relation to this are detailed below.

Personalising your hub coffee experience

We use the data we collect to help us provide you with the best service, the best shopping experience and to show you the latest and greatest products and services that we think you will love.

Sharing your information

We do not, and will not, sell any of your personal data to any third party – including your name, address, email address or credit card information. We want to earn and maintain your trust, and we believe this is absolutely essential in order do that.

However, we share your data with the following categories of companies as an essential part of being able to provide our services to you:

  • Companies in the hub coffee group, as sometimes different bits of our group are responsible for different activities
  • Companies that do things to get your purchases to you, such as payment service providers, warehouses, order packers, and delivery companies
  • Professional service providers, such as marketing agencies, advertising partners and website hosts, who help us run our business
  • Affiliates who help us reach out to potential new customers or promote our products on their websites
  • Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud

You may choose to take advantage of some of our additional services, in which case, depending on your choices we may share your data with the following categories of companies to fulfil the services you have asked for:

  • Social media sites (for example if you choose to link your accounts to us) and other companies approved by you
  • Product size and fit advisors to help you choose the right products
  • Other third party payment providers, when you choose to use their payment services

If you would like to know more about the 3rd parties we may share personal data with, or how to find out more on how they will use your data, please contact us at the details below.
We may also provide third parties with aggregated and anonymised information and analytics about our customers. Before we do so, we will make sure that it does not identify you.

Marketing messages

If you have said we can, we’ll send you marketing messages to keep you aware of what we’re up to and to help you see and find our products and services.

 
How to stop marketing messages from hub coffee.com

You can control the marketing communications you receive from us through the contact preferences section of your hub coffee account. You also have the following options:

 

  • Emails:  you can also click on the ‘unsubscribe’ link in any marketing email you receive, and this will take you to the contact preferences section of your account so you can unsubscribe from that method of communication.
  • Any method of marketing:  you can contact our customer care team .  Once you do this, we will update our records to ensure that you don’t receive further marketing messages.

If you tell us you don’t want to receive marketing messages it might take a few days for all our systems to be updated, so we would ask for your patience as you might get messages from us while we process your request.
Please note that opting out of marketing messages will not stop service communications, such as order updates, or where you have asked for a specific ‘back in stock’ notification.

 

If you decide you no longer want marketing communications, you can opt out by clicking on the ‘unsubscribe’ link in any hub coffee email.

Seeing adverts for hub-coffee.co.uk

We use online advertising to keep you aware of what we’re up to and to help you see and find our products.

You may see hub coffee banners and ads when you are on other websites and apps, such as social media. We manage this through a variety of digital marketing networks and ad exchanges. We also use a range of advertising technologies.

The banners and ads you see are based on information we hold about you, or your previous use of hub coffee (for example, your hub coffee search history, and the content you read on hub coffee) or on hub coffee banners or ads you have previously clicked on.

For more information on our use of advertising technologies and cookies, please see our cookies policy.

Keeping information

We’ll hold on to your information for as long as you continue to be an hub coffee customer and for as long as we are required to keep it to ensure we meet our legal requirements across the globe.

If you no longer wish to be a customer you can contact our customer care team and request that we close your account. However, we have a legal requirement to keep some of your personal data even after you have asked us to delete it. We will only keep what we absolutely need to, and only to make sure we can meet our legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms & conditions.

Your rights

You have a lot of rights relating to your personal information, these are:

  • The right to be informed about how your personal information is being used (like this notice!)
  • The right to access the personal information we hold about you
  • The right to request the correction of inaccurate personal information we hold about you 
  • The right to request that we delete your data, or stop processing it or collecting it, in some circumstances
  • The right to stop direct marketing messages, which you can do by emailing [email protected]
  • The right to withdraw consent for any consent-based processing at any time
  • The right to request that we transfer or port elements of your data either to you or another service provider
  • The right to ask us to explain any computer-system decision about you
  • The right to complain to your data protection regulator — in the uk, the information commissioner’s office

If you want to exercise your rights, have a complaint, or just have questions, please contact us. As a starting point, we have 30 days in which to respond to you. Our contact details are at the end of this policy.

Changes to how we protect your privacy

We may change this page from time to time, to reflect how we are processing your data.

If we make significant changes, we will make that clear on the hub coffee website or other hub coffee services, or by some other means of contact such as email, so that you are able to review the changes before you continue to use hub coffee.

Cookies

We use cookies on our website. For more information on cookies, please see our cookie notice.

How to contact us

We always want to hear from our customers (especially if you feel we’ve let you down or could do better).

 

If you:

  • Have any questions or feedback about this notice
  • Would like us to stop using your information
  • Want to exercise any of your rights as set out above, or have a complaint

Please don’t hesitate to contact our customer care team, who will be happy to answer any questions you may have.

You can contact our privacy team by dropping us a line [email protected] or via the hub coffee website. Or if you’d like to, you can write to us at:

Data protection officer
Hub Coffee

1 Holywells Close
Ipswich
Suffolk
IP3 0AW
United Kingdom

T: 01473 794922

[email protected]

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